Head of Customer Value Management

Purpose of the Position

Focused on delivering the linear TV (DStv and GOtv) business targets for Reconnects, Disconnects, Active Days, ARPU, CSAT and Base Management as per budget along valued add services and OTT solutions contributing to the formulation of CVM strategy and ensuring its correct implementation.

The Head of CVM is responsible for all CVM related activities in-market, complete and up-to-date understanding of the customer base behaviour and trends as well as to maintain a highly skilled and motivated team to ensure maximum efficacy.

Key Performance Objectives

Strategy localization and execution

• Deliver the Customer Value Management strategy that will drive and enable the Customer value, targets and objectives.
• Translate the organizational strategy into meaningful operational targets and strategic focus areas for the business unit under management.
• Ensure that the focus areas are disseminated to all levels in the business unit.
• Keep a close relationship and understanding of marketing plans and content to be promoted.

Business Growth and Revenue Generation

• Budget for and negotiate the necessary resources to drive and deliver the planned activities and campaigns.
• Ensure technical conditions and capacity to communicate discounted and non-discounted campaigns to the Customer base, ensuring full adherence to existing SLAs.
• Negotiate agreements with 3rd Party vendors and maximize ROI.
• Understand subscriber behaviour and monitor customer base trends to continuously design/readapt initiatives to address risks and inform the business.
• Revise and sign off on CVM documentation as per request from CVM Commercial or CVM Governance, contributing to the improvement and refinement of all content.

People Management

• Lead in driving a high-performance culture and results-driven team.
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed, as per cross-functional skill development activities oriented to impact the retention effort.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Implement reward schemes towards performance.
• Implement successful change initiatives, plan and ensure optimal resource.
• Support First Line Managers in their day-to-day operations on people and processes that helps achieve business objectives.

Reporting

• Report campaign results to Senior Leadership in-market and at corporate unpacking all variances against target.
• Report projections on business growth by the impact of Reconnections, Disconnections, Migrations, Active Days, 90-day Active, VAS adoption, ARPU and equivalent.
• Report on resource allocation and budget spend.

Qualifications

Bachelor’s degree in any of the following subjects: Business, Economics, Marketing, Communication, Science, Accounting, Computer Sciences or Mathematics.

Experience

• +6 years of professional Commercial or Marketing experience ideally within the pay-tv or telecommunications industry and at least the last 3 years in a senior management role.
• Strong experience in customer experience and journey, churn retention, campaign management and customer lifecycle management.

Technical competencies

• Subscriber Base Management
• Customer Relationship Management
• Customer Intelligence
• Negotiation
• Forest/Demand Strategies
• Customer Satisfaction Measurement
• Business Strategy
• Financial Management/Budgeting
• Campaign Management
• Coaching
• Project Management (pref)